Transforming Brands with Customer-Centric Marketing

A CMO’s success often hinges on the success of the brand to drive business and grow revenue. Because of this, the CMO is in a unique position to optimize growth by meeting the demands of their customers while driving and advancing digital transformation. But transformation for technology&rsquo...
Watch On-Demand

True one-to-one interaction is considered the holy grail of customer experience. However, according to a recent CMO Council study, only 7 percent of marketers are able to consistently create these individualized experiences across all channels.
For the third and final webinar of this series, the CM...
Watch On-Demand

Leveraging Cognitive Computing to Transform the Marketing Machine

Liz Miller, SVP of Marketing - CMO Council

Dario Debarbierie, CMO - IBM Watson North America

Marketers have an opportunity to truly transform into agile marketing machines, shedding the measured and systematic approach of a waterfall model that is no longer able to move as quickly as the customer evolves. Marketing organizations have the opportunity to leverage new tools like the internet o...
Watch On-Demand

Lessons From N Brown Group (JD Williams) on How to Understand and Influence Customers’ Decisions

Mary Anne Hensley, Vicky Currie and Tony Brown

It is easy to commit to delivering exceptional customer experiences, but executing on the same can often be the hardest step. Join CMO Council, Teradata and N Brown Group (JD Williams) in part 2 of our webinar series to hear how organizations can enhance the customer experience and influence their b...
Watch On-Demand

Using Intelligence to Better Understand, Influence and Activate the Customer Journey

Liz Miller, CMO Council; Kathy Koontz, Teradata; Marcos Arias, AT&T

When it comes to the customer journey, marketers have traditionally focused on mapping the customer’s experience. However, with an ever-increasing number of channels and platforms for engagement, it is becoming more and more difficult to pinpoint the next steps that a customer will take. Every...
Watch On-Demand

Evolving Strategies for Email Engagement in an Omnichannel Era

Liz Miller, SVP of Marketing - CMO Council

Julie Gibbs, VP of Corporate Marketing - Gigamon

Tommy Lamb, Director, CRM & Loyalty - Teleflora

At the dawn of the digital age, email heralded a bold turn away from junk mail and battling the paper bulge of the overworked mailbox. But in today’s crowded engagement landscape, email has started to feel more like a cheap imitation of its scan-and-junk bulk snail mail predecessor.
Acc...
Watch On-Demand

What It Is, What It Will Be, and Why We Should All Be Excited for the Future

In a study conducted by the CMO Council in partnership with IBM, 42 percent of marketers surveyed indicated that their top digital experience goal in the coming year was to better connect the multitude of campaigns being executed across the organization into a comprehensive, connected customer exper...
Watch On-Demand

Data, data everywhere…but where is the insight to drink? This could be the new battle cry for today’s CMO. Regardless of industry or region—whether it’s a B2B or B2C company—all CMOs are facing the evolution of data and its twin: digital. From what digital transformati...
Watch On-Demand

The Next Step to Delivering Exceptional Experiences

Customers are not looking for extravagance. In fact, according to a recent CMO Council survey of 2,000 global consumers, conducted in partnership with SAP Hybris, customers crave simplicity. Customers want value and to be valued by brands. And customers expect brands to know and recognize them: 36 p...
Watch On-Demand

The latest research from the Chief Marketing Officer (CMO) Council and RedPoint Global indicates that although customers are more connected across a multitude of channels than ever before, many organizations are still struggling to deliver the seamless, omni-channel experiences that customers seek, ...
Watch On-Demand

Gaining Trusted Social Insights That Drive Business Advancement

Alan Gellman, CMO, Esurance

David Berkowitz, Chief Strategy Officer, Sysomos

Liz Miller, SVP of Marketing, CMO Council

As social data streamed into systems, the voice of the customer became distinct and immediate. But as sentiment became the table stakes of today’s intelligence, marketers started to look for more out of their social engagement and listening programs. This shift has brought about a call to iden...
Watch On-Demand

Aligning Campaigns, Content and the Customer for Exceptional Experiences

Deborah Holstein, VP Marketing, Hightail

Liz Miller, VP of Marketing, CMO Council

In 1997, an article was published outlining the “7 Principles of Supply Chain Management.” The paper outlined the supply chain programs of 100 of the most successful manufacturers. Fundamentally, the seven common practices and principles, when applied across the organization, led manufac...
Watch On-Demand

Most organizations are unable to deliver their brand promise in a consistent manner. Many marketers strive—but struggle—to present high contextual relevance across all channels and touchpoints that span everything from marketing to sales and service. Fragmented engagement systems create ...
Watch On-Demand

When the CMO Council recently asked more than 200 senior marketing decision makers how effectively they have aligned physical and digital experiences, half admitted that these integrated experiences were selective, at best. Yet it is alignment, consistency and connection that drive the foundational ...
Watch On-Demand

There is little doubt that marketers have embraced the need for a connected and cohesive customer experience. But while the new customer experience, especially the digital experience, has changed the way most organizations reach and engage with their customers, not all marketers are overjoyed with t...
Watch On-Demand

Architecting today’s customer journey is a top priority for senior marketing leaders, who must guide the customer through the path to purchase and craft experiences across a multitude of channels and devices, all while keeping sight of the ultimate goal: guiding a customer through to conversio...
Watch On-Demand

The CMO Council, in partnership with Vindicia, hosted a one-hour, interactive webcast to discuss the new opportunities in business models, digital engagements and experiences, including subscription services and recurring payments. During this webcast we dicussed how leading brands, led by fearless ...
Watch On-Demand

Whether you run marketing for a distinguished, dynamic or developing brand, there is always a need to continually search for ways to stay relevant, real and rewarding for customers. Drawing on best practices and perspectives from the CMO Council’s latest report, titled “Building Bra...
Watch On-Demand

In today’s expanding marketing landscape—not to mention today’s increasingly complex matrix known as the customer journey—the chief marketing officer (CMO) is faced with sheer and unadulterated chaos. From the multiplying channels that our customers are defining as their most...
Watch On-Demand

In today’s omnichannel world, consumers engaging with digital marketing convert in four ways: online via a website or mobile app, in person, and via a phone call. This last conversion—the phone call—can be the source of one of the most costly mistakes made by marketing teams: not u...
Watch On-Demand

How do consumer brands stay relevant, authentic and differentiated in a rapidly evolving and culturally complex global market? With 195 countries and 6,500 languages around the world, the challenge is daunting as brands seek new methods and motivators to connect and engage with audiences in social m...
Watch On-Demand

The shift to digital experience has forever changed the marketing landscape, heightening the need for new expertise, new campaigns, new content and new data-rich repositories for marketers to gain intelligence and insight about their customers. According to a new study from the CMO Council in partne...
Watch On-Demand

According to a study from the Content Marketing Institute, 65 percent of B2B marketers in the manufacturing industry believe that producing engaging content is their top challenge specific to maximizing the impact and efficacy of their content marketing initiatives. In this same study, B2B marketers...
Watch On-Demand

According to IBM research, fully engaged customers spend three times more and are twice as likely to recommend your company. Yet time and time again, customers are being met with experiences that are not meeting their needs. Today’s buyers expect the right content to fall into place at just th...
Watch On-Demand

There is little doubt that marketers have made a commitment to customer experience—from developing roadmaps to an uncompromising customer journey to the development of data-rich personalized engagements. But what is next? Has customer experience become too buzzed about? Are we really re-thinki...
Watch On-Demand

According to a CMO Council study, “Closing the Gap: Understanding the Sales and Marketing Alignment Imperative,” some 46 percent of sales and marketing executives felt that in order to maximize sales across the organization, the level of action on opportunities needed to be boosted, and ...
Watch On-Demand

The 360-degree view of your customer has become something of a marketing unicorn—that thing you know is worth chasing for better customer engagement, retention and acquisition but feels impossible to find in today’s climate of slow corporate change and legacy infrastructures. In the past...
Watch On-Demand

Adding context to an experience used to mean knowing “something” about the time or place a customer is in…be it in the moment or in the next best point of interaction. In the evolution of customer experience, context has been a key gating point, signaling the difference between kn...
Watch On-Demand

In today’s age of big data and analytics, marketers are looking to redefine how data and insights can be gathered to drive the business forward. Core to this is how organizations are getting smarter about opportunities to more strategically target the prospects that are most likely to yield pr...
Watch On-Demand

According to the newly released study, “Predicting Routes to Revenue,” marketers intend to look directly at personalization as a key strategy to maximize customer value in 2016. In fact, according to the insights from more than 150 senior marketing decision makers, 58 percent will be add...
Watch On-Demand

When marketers advanced into 2015, headlines announced that it would be the year of customer analytics and intelligence—a year when CMOs would be shedding the fear of “analysis paralysis” and turning the threat of big data into big opportunities with customers. Yet in survey after ...
Watch On-Demand

Will 2016 be a year of disruption or innovation? For some businesses, disruption will come in the form of new businesses and new business models challenging the very behavior of how, when and where customers engage with brands. Digital transformation is increasingly influenced by new digital busines...
Watch On-Demand

According to a recent CMO Council study, the ability to achieve a truly personalized, enriched and highly relevant digital experience has been challenged by data availability and aggregation—and more specifically, getting to the right intelligence that can be learned from this wealth of data. ...
Watch On-Demand

There is a classic statement that you “can’t know what you don’t know,” and in today’s digital age of tracking and cookies and customer intelligence and tracking, the unknown is a terrifying thing indeed. Customers who are known through traditional channels enable a deg...
Watch On-Demand

As expected, on a journey to revenue optimization, there are bound to be bumps and potholes to be battled along the way. According to a new study from the CMO Council in partnership with Pegasystems, marketers admit that compared to five years ago, it is far easier to connect with customers through ...
Watch On-Demand

Mobile commerce is not just growing—it is exploding. As recently as the first quarter of 2015, analysts estimated that mCommerce makes up some 29 percent of eCommerce transactions in the U.S. and 34 percent of transactions globally. For countries like Japan and South Korea where mobile is more...
Watch On-Demand

The CMO Council, in partnership with Pegasystems, has been asking senior marketing leaders about which core aspects of their customer experience strategies have developed the most robust and profitable results with their customers. Early indicators point to some key areas of interest:
Personaliza...
Watch On-Demand

Personalization at scale and in context continue to challenge even the most skilled and seasoned marketers. Somewhere between the rapid evolution of digital marketing engagements and the rush to aggregate and collect data, the path from data to intelligence has been obscured making the state of pers...
Watch On-Demand

As digital engagements continue to evolve and customers advance their own paths through their customer journey, knowing and understanding behaviors, actions and real-time engagements have never been more critical. From anonymous visits to mobile searches, customers have more ways to connect, making ...
Watch On-Demand

For today’s digitally demanding customer, a rich, personalized customer experience is quite simply the cost of doing business. It is no longer a differentiator, but the standard. It is a journey defined by the customer, who is setting a new pace in an intensely personal race that, in their min...
Watch On-Demand

While the appointment of a CMO sends the right signal, the credentials, character and capability of this emerging C-level executive member are of critical importance to internal acceptance and permanency. Combined with title inflation in the C-suite with multiplying turfs and sub-divisions of respon...
Watch On-Demand

In 2007, the CMO Council embarked on a study to track how senior marketers were embracing the customer in real-time, personalized engagements—were we realizing the goal of “right message, right time, right channel” in our communications? At that time, 47 percent of marketing respon...
Watch On-Demand

Contextomy happens when we quote something out of context in a way that distorts the intended meaning of the content. In the late 1990s, quotes were used out of context in movie posters; critics were quoted as saying “It’s terrific!” when they really said, “It’s a terri...
Watch On-Demand

In today’s digital economy, the marketing landscape is undergoing transformational change. Innovative startups launched just a few years ago have now skyrocketed into major brands. Delivering on the true promise of SaaS and the cloud, these innovative companies are at the forefront of a major ...
Watch On-Demand

It is easy for marketing executives to feel we have been pushed into a defensive position, being asked (nay, mandated) to prove return on every marketing dollar spent. Yet in today’s age of big data, automation, social and digital, the potential we see in new strategies and tools is often lace...
Watch On-Demand

The desire to have an accurate and complete view of an individual customer is not new for marketers. Ever since marketers were first able to access data about a customer, there has been the desire to understand and know more about what makes a customer buy. In a recent CMO Council study titled &ldqu...
Watch On-Demand

Someone is following you…watching your every move…waiting for you to make the slightest indication that you might notice them, love them or even be devoted to them. Perhaps they see something there; perhaps they are just imagining it. They are hoping there is an emotion there when no s...
Watch On-Demand

It is undeniable that the customer experience is a complex and ever shifting landscape, defined and initiated by the customer and spread across an online and offline landscape that is growing with every decision and journey. But how has this complexity impacted marketing’s operations? How are ...
Watch On-Demand

With the economy emerging from recession and businesses looking for new opportunities to reach, engage and attract new and profitable audiences, it is no wonder that talk of “going global” is spreading. According to the CMO Council’s own “State of Marketing” study, 86 p...
Watch On-Demand

Everyone…it’s time to play Buzzword Bingo! Join the CMO Council as we delve into the biggest buzzwords that terrorized brands and marketers throughout 2014…and we predict what the big buzzwords will be that we will try to outrun in 2015. If we were still hung up on buzzwords from...
Watch On-Demand

According to the CMO Council’s 2014 State of Marketing report, marketers’ investments into online video is taking the next evolutionary leap from experimentation into full-fledged testing. In order words, investments are increasing at a pace like never before. Why? Customers are viewing ...
Watch On-Demand

There's no doubt that the “Internet of Things” is driving the next wave of innovation. Google has spent billions over the past few months vacuuming up companies that specialize in smart appliances and machine learning. Already, Philips light bulbs, Audi automobiles, and Samsung washers a...
Watch On-Demand

Marketing technology is at the very core of today’s business strategy. According to a recent CMO Council study, Quantify How You Unify, marketing leaders are facing significant challenges managing the growing sprawl of marketing technology. The study reveals that 42 percent of CMOs who own the...
Watch On-Demand

Mobile technology and the advent of tablets and smartphones have transformed whole industries and are changing customer behavior in ways that impact marketers around the globe. More than just another channel, mobile is digital and social at the same time. It’s making the quest for marketers to...
Watch On-Demand

A new study by the Chief Marketing Officer (CMO) Council and Tealium shows that business and marketing performance improvements are directly related to having a formal roadmap for managing digital marketing technologies and integrating the data produced from multiplying customer touchpoints. This w...
Watch On-Demand

Consumers expect relevant experiences and meaningful interactions across all channels and devices. They don’t trust your ads and they are more likely to engage and interact with your brand on other channels. So where are those interactions taking place? And how can you spark engagement to keep...
Watch On-Demand

According to research by Nielsen, 70 percent of global consumers trust online consumer reviews and rate reviews as the second most trusted form of advertising. And according to BazaarVoice, when it comes to trust, marketers may as well eliminate their own brand websites as a fountain of customer tru...
Watch On-Demand

In our first conversation around the new requirements for today’s digital CMO, we learned that CMOs still have work to do specific to building a robust digital marketing and engagement practice.
In this latest discussion of the to-do list for today’s digital CMO, we focused on the issue...
Watch On-Demand

Today’s customer journey does not start and stop at the known touch points of marketing engagement. From word of mouth on social media to the actual last-mile delivery of the product, customers expect that the brands they trust and invest in will be there every step of the way. Yet marketers a...
Watch On-Demand

Much has been written about the need for partnership and alignment between the CMO and CIO. In the CMO Council's own investigation into the relationship, we have seen the ebbs and flows of this critical dynamic. From the battle over digital marketing platform advancement in the early 2000's to the r...
Watch On-Demand

Much has been reported about the new technology buying power of the CMO, and it appears that savvy CMOs have fully embraced the role that technology plays in effectively reaching and engaging their digital customers. But all too often, marketers are buying technology first without clearly thinking t...
Watch On-Demand

Join the CMO Council as we explored how today’s marketing leaders are driving business performance across the customer-centric enterprise. During the one-hour session, we focused on how the customer experience impacts business performance, profitability, competitive differentiation, loyalty, a...
Watch On-Demand

In today's business landscape, the role of the CMO is in constant flux, ever evolving as the keeper of the brand, the architect of the customer experience and the visionary behind business growth and opportunity. This is a tall order, and it requires a new set of priorities. So what is on the to-do ...
Watch On-Demand

Join the CMO Council as we bid farewell to the campaign-driven mindset of marketing of the past, and say hello to the new mandates and expectations for the connected customer experience.
During this hour-long interactive webcast we will hear about new research from SDL, who surveyed millennial...
Watch On-Demand

During this hour-long interactive webcast, you'll gain real-world insights from experts in customer experience management as well as leading-edge marketers making shifts in how they champion customer centricity in their own organizations. We'll take a look at the importance of actionable data, the n...
Watch On-Demand

Innovation is a word we hear often…it is used to describe our brand mindsets to our products and services. We strive for innovation. We brag about innovation. But what is real innovation? Where does it truly come from and how does it manifest? As marketers look to elevate thinking, engagement...
Watch On-Demand

It is hard to believe the amazing changes that marketing has seen in the past five years. With the explosive rise of social media shaping how customers engage and communicate to the era of Big Data and the need to master new analytics and technologies, marketing looks very different than it did. So ...
Watch On-Demand

Customer expectations for seamless, frictionless, always-on engagements is a reality in 2013, but are we prepared for what customer experience expectations will be in 2017? How will our customers engage with our brands? How will their behaviors drive when, how and why they are buying, researching an...
Watch On-Demand

Panelists & Profiles:
Chris Reed, Chief Marketing Officer, Mig33 Having two decades of senior marketing experience on several continents, both the client and agency side, Reed now leads many organizations around the global. He currently oversees brand marketing agencies in both the UK and Singa...
Watch On-Demand

Nicolas Kontopoulos, Senior Director of Global CRM Marketing, SAPAs part of SAP Global CRM Solution Marketing team Nicholas is responsible for developing the SAP Global Omni-Channel go-to-market strategy. Nicholas has over 21 years of experience working across a broad range of Industry Verticals in ...
Watch On-Demand

According to a study by the Chief Marketing Officer (CMO) Council, C-suite marketers have been mandated to boost the bottom line while also managing top line growth, all while lowering costs and boosting efficiencies. Customer revenue optimization has become the driving mandate for all executives ac...
Watch On-Demand

SiriusDecisions estimates that the buyer's journey is 70 percent complete by the time a salesperson is contacted -- and a recent CMO Council study of B2B buyers indicates that 87 percent of buyers believe that online content impacts their buyer journey from vendor selection and purchase decisions. I...
Watch On-Demand

Telecommunications companies have vast amounts of customer and network data spanning across the enterprise. In order to achieve favorable campaign results, marketers need to make it as clean, complete and accurate as possible. This is especially true when engaging customers with highly-targeted offe...
Watch On-Demand

In this webinar, entitled “Turning Local Trends Into Transactions,” the topics discussed included:
Highlight findings from the Brand Automation for Local Activation report
Provide insights into the key trends in local customer engagement and the tools and technologies that are ...
Watch On-Demand

Join the CMO Council and business intelligence leader Domo in this 60-minute webinar as we discuss best practices in identifying key measures, connecting touchpoints and campaign measures into a cohesive, real-time dashboard, and pulling the masses of data into actionable, intelligent customer insig...
Watch On-Demand

This interactive webinar focuses on the needs and requirements of high performing marketing teams and how these best practice leaders have developed their view of the customer and dashboard for performance measurement. We will hear from business intelligence experts to define how to initiate a more ...
Watch On-Demand

This Advancing Analytics webcast focuses on how social fits into analytics – and how the intelligence gathered through social is distributed throughout the organization. Experts in business intelligence will share how these seemingly overwhelming troves of social data can be accessed and lever...
Watch On-Demand

Transforming Brands with Customer-Centric Marketing

December 6, 2017 @ 10:00am PST / 1:00pm EST

A CMO’s success often hinges on the success of the brand to drive business and grow revenue. Because of this, the CMO is in a unique position to optimize growth by meeting the demands of their customers while driving and advancing digital transformation. But transformation for technology&rsquo...
Watch On-Demand

True one-to-one interaction is considered the holy grail of customer experience. However, according to a recent CMO Council study, only 7 percent of marketers are able to consistently create these individualized experiences across all channels.
For the third and final webinar of this series, the CM...
Watch On-Demand

Leveraging Cognitive Computing to Transform the Marketing Machine

October 12, 2017 @ 10:00am PST / 1:00pm EST

Marketers have an opportunity to truly transform into agile marketing machines, shedding the measured and systematic approach of a waterfall model that is no longer able to move as quickly as the customer evolves. Marketing organizations have the opportunity to leverage new tools like the internet o...
Watch On-Demand

Lessons From N Brown Group (JD Williams) on How to Understand and Influence Customers’ Decisions

October 4, 2017 @

It is easy to commit to delivering exceptional customer experiences, but executing on the same can often be the hardest step. Join CMO Council, Teradata and N Brown Group (JD Williams) in part 2 of our webinar series to hear how organizations can enhance the customer experience and influence their b...
Watch On-Demand